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Warranty & Maintenance Support Version 8.1 Guidelines & Options <br />The Client is asked to review and either accept or reject the proposed enclosed product <br />modification and quote, <br />Once the product modification proposal is accepted and signed by an authorized clisnt <br />representative, the delivery is handled by Tiburon's Operations Department. <br />6.3 STEERING COMMITTEE ISSUES <br />Clients can submit a Steering Committee request for discussion and potential inclusion in Tiburon's <br />baseline when they encounter a situation where a system change or additional feature would enhance the <br />functionality of the system. Steering Committee requests can be submitted via the Self Service <br />application using the Call Type of Steering Committee. <br />Steering Committee cases are assigned to a Tiburon Product Manager and the TSR is placed in an ON <br />FIOLD status. After the issue is vetted at the Tiburon User Group, the issue is updated with the <br />recommendations of the Steering Committee and Closed. <br />6.4 PRODUCT SPECIALIST AND TRAINING REQUESTS <br />Tiburon's Training Team is available to work with Clients. Each member on Tiburon's Training Team is <br />a subject matter expert in specific Product, They support the implementation of each Client solution <br />through configuration, validation, testing and training. After the Tiburon Applications are live, and the <br />project is completed as deemed in the Statement of Work, Clients who have additional needs for training <br />should work with their Tiburon Account Executive to create a custom, fee -based program. <br />6.5 DBA AND SYSTEM ADMINISTRATION SUPPORT <br />SERVICES <br />6.5.1 LEVEL 1 DATABASE ADMINISTRATION (DBA) SUPPORT <br />Level 1 Database Administration (DBA) Support is a standard feature of Tiburon's Master Support <br />Agreement (MSA). Level 1 DBA Support services include the creation of production and training <br />databases to be used by the Tiburon applications for Clients that do not have their own database <br />administration (DBA) capabilities. Database services offered as part of the Level l DBA Support do not <br />include preventive monitoring of the Client's databases. The Cl'ient's DBA is responsible for periodic <br />database backups, backup functionality monitoring, periodic database maintenance, and database <br />recoveries in the event of disaster. During the project phase, before "go live," Tiburon is available to <br />assist with the database backup configuration. Thereafter, Tiburon will be available primarily for <br />consultation to diagnosis /resolve database problems that are directly related to the Tiburon applications. <br />6.5.2 LEVEL 1 SYSTEM ADMINISTRATION SUPPORT <br />Tiburon provides Level 1 System Administration (SA) Support as a standard feature of the Master <br />Support Agreement (MSA). For Clients who have qualified System Administrators, this plan provides the <br />minimum assistance needed to ensure that operating systems, hardware, and networking function properly <br />to support the Tiburon applications. Tiburon will provide support ranging from information -only, to <br />applying minor changes (designation of minor change reserved to Tiburon), to providing resolution only <br />for problems that may be encountered by supported Tiburon applications. <br />Tiburon, Inc. July 1, 2015 Page 27 <br />A TriTech Software Systems Company <br />25C -42 <br />